Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Diana Guerrero

Denver,CO

Summary

Accomplished Customer Support Specialist with a proven track record at Corporate Tools, adept in CRM software and exceptional complaint handling. Enhanced customer satisfaction and resolved complex issues, demonstrating strong problem-solving and empathetic communication. Achieved repeat business through excellent customer relationships, showcasing both hard and soft skills without relying on numerical data.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Corporate Tools
08.2023 - 10.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.

Fraud Prevention Specialist

Walmart.com
12.2022 - 06.2023
  • Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
  • Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
  • Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
  • Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.

QMAP /Elderly Caregiver

The Gardens at St Elizabeth
03.2016 - 12.2021
  • Offered companionship and kindness to elderly patients.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with personal hygiene tasks such as bathing, grooming, dressing, feeding, toileting giving attention to detail.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Maintained clean, safe, and well-organized patient environment.
  • Provided emotional support to seniors, fostering positive relationships and enhancing their overall mental health.
  • Observed health status of clients to report changes and unusual occurrences to appropriate medical personnel.

Education

No Degree - Medical Assistant

Davis Technical College
Kaysville
01-2020

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software

Certification

  • Basic Life Support (BLS) Certification - American Heart Association.
  • First Aid Certification - American Red Cross or American Heart Association.
  • Phlebotomy Technician Certification (CPT) - National Healthcareer Association.
  • Home Health Aide (HHA) Certification
  • CPR/AED Certification
  • ServSafe Food Handler's Certification

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Support Specialist

Corporate Tools
08.2023 - 10.2024

Fraud Prevention Specialist

Walmart.com
12.2022 - 06.2023

QMAP /Elderly Caregiver

The Gardens at St Elizabeth
03.2016 - 12.2021

No Degree - Medical Assistant

Davis Technical College

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Diana Guerrero